At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 600 cities around the world.
We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and letâs move the world forward, together.
About the Role
At Uber we strive for excellence in everything we do. For this reason, whenever we launch a new support channel we first pilot it within the Center of Excellence. The Special Projects Operations Team (SPOT) is a workflow incubation team. One that works across the organization and assists Operations in facilitating completion of short-term processes or optimization of long-term initiatives.
Weâre looking for an effective manager who can balance strategic project management with impactful people leadership. The right candidate for this role is an analytical thinker with excellent time management and organizational skills. In this role, the ability to clearly communicate and present information to stakeholders at all levels of the business is a must. Most importantly, we’re looking for someone who is excited to build and is not afraid to challenge the status quo. This is a people management role. As a leader of this team you must balance managing the program with building and developing a new team.
What You’ll Do
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Lead, motivate, and develop a high performing team of Program Specialists within a time-sensitive and demanding environment to deliver on operational KPIs
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Collaborate with cross-functional teams to facilitate project planning, solutioning and program implementation
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Establish design of program’s reporting and dashboarding; working with site operations and the analytics team to implement and maintain
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Create 3-5 well-defined quarterly goals for each of your direct reports (Program Specialists) that allows fair, consistent, and objective evaluation of their performance
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Estimate work efforts, define milestones, and manage resources accordingly. Track progress, understand dependencies, and communicate timelines and any deviation from deadlines to senior management and program stakeholders.
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Analyze the performance of your team and provide consistent and constructive feedback to a team of specialists to help them grow and develop in both their strengths and opportunities
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Responsible for identifying trends within your team’s performance as well as overall program trends
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Provide support and feedback to global teams to ensure that they are able to deliver appropriate results
What You’ll Need
- Minimum of 3 years of operations experience, leading teams and driving process improvements
- Prior professional experience with process development and optimization, systematic organization, analytics, and root cause investigation
- Experience managing cross-functional projects and stakeholders, powered by data-driven insight
- Comfortable learning and using new tools
- Strong interpersonal and people management skills. Ability to build relationships, lead a team, manage performance, and interact professionally and efficiently with internal and external stakeholders
- Outstanding communication skills. Including public speaking and ability to present effectively in front of peers and senior leadership
Bonus Points if
- Prior experience in a heavily regulated industry or compliance-related field
- Certifications in project management or continuous improvement methodologies
- Knowledge of Lean, Six Sigma and Kaizen methodologies
- SQL proficiency
About the Team
Uber COEs are contact management centers dedicated to providing world-class customer support to riders and drivers. Uber relies on the COEs to provide support for our community’s toughest issues types, handle escalations from our tens of thousands of business processing outsourcing (BPO) agents, and provide an environment to pilot support for new products or test new support modalities or processes.
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